AHD50072 or database connection failure during CA Service Desk Manager configuration

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Installation or configuration of CA Service Desk Manager (SDM) fails when connecting to the SQL Server MDB database. This issue typically occurs when the SQL Server instance is not configured with the required authentication mode, preventing the mdbadmin or servicedesk users from logging in.

Symptom

• Error AHD50072: Unable to log in to SQL Server.
• Configuration wizard fails during the "Integrating the Product" or "Database Configuration" steps.
• sql_check_db command returns login failure messages.

Environment

• CA Service Desk Manager 17.1 and above
• Microsoft SQL Server (all releases)

Cause

Service Desk Manager requires Mixed Mode Authentication to be enabled in the SQL database. The application does not support authentication via a Windows account for its internal database agents.

Resolution

1. Open SQL Server Management Studio (SSMS).
2. Right-click the Server Instance and select Properties.
3. Navigate to the Security page.
4. Under Server authentication, select SQL Server and Windows Authentication mode.
5. Restart the SQL Server service for changes to take effect.
6. Verify connectivity using the command: sql_check_db -t -s [server] -n [node] -d mdb -o mdbadmin -U mdbadmin -p ####
7. Rerun the CA SDM Configuration.

Additional Information

When a request is created by an end user, it is passed to the domsrvr through the object layer, and then the server performs the query using a database agent. The servers are the only items with a direct connection to the database, and we are using the mdbadmin and the "servicedesk" database users to perform the tasks. Therefore, the Service Desk Manager requires mixed authentication mode.

See also documentation:  Verify the Prerequisites